Exchange Policy
Eligible Robooter power wheelchairs may be exchanged within 30 days from the date of delivery, as shown in the carrier’s tracking information. All exchanges require prior authorization from Robooter Customer Support.
1. Exchanges of New and Unused Power Wheelchairs
A power wheelchair that is unopened, unused, and in its original condition may be exchanged within 30 days of delivery, subject to the following conditions:
- The product must include all original packaging, manuals, tools, accessories, chargers, and documentation;
- The product must show no signs of use, damage, dirt, scratches, modification, or missing parts; and
- A flat $200 return shipping fee per power wheelchair will apply for the prepaid return shipping label provided by Robooter.
No 15% processing fee applies to products that qualify as new and unused.
2. Exchanges of Used Power Wheelchairs
A lightly used power wheelchair may be exchanged within 30 days of delivery if:
- The product is in good working condition;
- There is no structural damage, abuse, neglect, or unauthorized modification;
- All original components, accessories, chargers, tools, and documentation are included;
- The product otherwise meets the eligibility requirements of this policy.
For an approved exchange of a used power wheelchair:
- A 15% processing fee will be applied to the original product purchase price; and
- A flat $200 return shipping fee per power wheelchair will apply for the prepaid return shipping label provided by Robooter.
Robooter reserves the right to refuse an exchange or deduct the replacement cost of missing parts, accessories, or packaging. An exchange may also be refused if the product shows excessive wear, damage, abuse, neglect, or unauthorized modification.
3. Replacement Product Shipment and Price Differences
The replacement product will be shipped only after the returned product has been received and inspected by Robooter.
Once the exchange is approved following inspection, Robooter will arrange shipment of the replacement product. Replacement products are subject to availability.
If the replacement model or configuration has a higher price, the customer must pay the price difference before the replacement product is shipped. If the replacement product has a lower price, the applicable difference will be refunded to the original payment method after the returned product has passed inspection.
Standard exchange fees do not apply when an exchange is required because of a confirmed Robooter shipping error or a confirmed major product defect covered under the applicable warranty.
4. Accessories and Components
Accessories, replacement parts, components, batteries, cushions, clearance items, customized items, and complimentary gifts are final sale and are not eligible for exchange.
If an accessory or component arrives damaged, defective, or different from the item ordered, please contact Robooter Customer Support. Once the issue is confirmed, Robooter will issue a refund to the original payment method. No return is required unless otherwise requested by Robooter.
5. How to Request an Exchange
Before returning any product, please contact Robooter Customer Support by:
- Email: support@robooterus.com
- Online Support: Submit a ticket through the Robooter Help Center
Please provide your order number, product model, reason for the exchange, product condition, and photos or videos if needed.
If your request is approved, Robooter will provide a Return Material Authorization (RMA), return instructions, the authorized return address, and a prepaid return label where applicable.
Do not return any product without prior authorization. Unauthorized returns may be refused.
Approved U.S. exchanges must be sent to the return address provided by Robooter Support. Do not ship any product to the U.S. return receiving address without prior authorization.
Approved replacement products will be shipped after the returned product has been received and inspected and after any applicable fees or price difference have been paid.
Robooter does not accept cash-on-delivery (COD) returns.